Job details

Client Support Specialist

Who We Are

Ontic makes software that corporate and government security professionals use to proactively manage threats, mitigate risks, and make businesses stronger. Built by security and software professionals, the Ontic Platform connects and unifies critical data, business processes, and collaborators in one place, consolidating security intelligence and operations. We call this Connected Intelligence. Ontic serves corporate security teams across key functions, including intelligence, investigations, GSOC, executive protection, and security operations.

As Ontic employees, we put our mission first and value the trust bestowed upon us by our clients to help keep their people safe. We approach our clients and each other with empathy while focusing on the execution of our strategy. And we have fun doing it.

Who You Are

An intensely organized and detail oriented candidate with exceptional communication skills. Comfortable working proactively and as part of a team in a remote environment. Tech savvy, possessing a troubleshooting aptitude, along with the ability to grasp and self instruct on complex concepts in this role, you will be joining the Operations team as a Client Support Specialist. You'll spend most of your time interacting directly with clients and ensuring that they have an amazing experience using the Ontic platform! Daily tasks include resolving incoming issues and proactively engaging users before an issue arises. This role will serve as the technical liaison between Success and Product, serving as the voice of the client to make our product better.

Responsibilities

Maintain and respond to support/task tickets in Ontic's help desk system
Responsible for owning a wide variety of client requests from start to finish while ensuring key stakeholders are consistently updated with relevant information
Create and improve internal and external support documentationAct as a liaison between clients and development, when necessary, to resolve difficult technical issues faced by our clients
Report on metrics related to client issues, themes, bug closure rate, and SLAs
Work cross-functionally with Client Success Managers, Product Managers, and development teams to deliver exceptional service, and ensure we are exceeding client expectationsBe a client-facing representative of Ontic and ensure professionalism, actively listening and understanding the needs of our clients, and ensuring a solution-oriented mindset
Assist in updating our client knowledge portal

Preferred Qualifications

2-3 years of experience providing Software support and/or Onboarding services across various desktop and mobile operating systems in a fast paced, browser based platform SaaS organization
Expert at managing support ticket queues and responsible for driving client requests to a timely resolution
Familiarity interacting with new and existing clients and managing client dataHas the experience to demonstrate a positive and approachable demeanor while maintaining empathy in client interactions
Ability to work cross-functionally with other Ontic teams
Experience working with offshore teams
Experience in data analysis and product documentation
Experience working with:
Help Desk ticketing systems (Freshdesk)
Issue tracking software (Jira)
CRM software (Salesforce)
Spreadsheet software (Excel, Google Sheets)
Office tools (G Suite, Zoom, Slack)

$65,000 - $75,000 a year

Our salary ranges are based on paying competitively for our size and industry and are one part of the total compensation package that also includes a bonus plan, equity, benefits, and other opportunities at Ontic. Individual pay decisions are based on a number of factors, including qualifications for the role, experience level, and skillset.

Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Ontic we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Ontic does not provide sponsorship for employment visas or work authorization for this role. Applicants must be legally authorized to work in the US without requiring sponsorship, now or in the future.

Ontic Benefits & Perks

Competitive Salary

Medical, Vision & Dental Benefits

401k

Stock Options

HSA Contribution

Learning Stipend

Flexible PTO Policy

Quarterly company ME (mental escape) days

Generous Parental Leave policy

Home Office Stipend

Mobile Phone Reimbursement

Home Internet Reimbursement for Remote Employees

Anniversary & Milestone Celebrations

Ontic is an equal-opportunity employer. We are committed to a work environment that celebrates diversity. We do not discriminate against any individual based on race, color, sex, national origin, age, religion, marital status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any factors protected by applicable law.

All Ontic employees are expected to understand and adhere to all Ontic Security and Privacy related policies in order to protect Ontic data and our clients data.

Ontic Glassdoor Company Review

4.1

Ontic DE&I Review

No rating

CEO of Ontic

Lukas Quanstrom

Approve of CEO

Average salary estimate

$70000 / YEARLY (est.)

min

max

$65000K

$75000K

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What You Should Know About Client Support Specialist, Ontic

Are you ready to join the incredible team at Ontic as a Client Support Specialist? In this remote role, you will be the driving force behind ensuring our clients have an outstanding experience with the Ontic Platform. We're a bunch of security and software enthusiasts committed to empowering corporate security teams to manage threats and mitigate risks effectively. Your knack for organization and communication will shine as you tackle client inquiries and troubleshoot their issues. You will work closely with various teams, acting as the vital connection between our clients and the development crew. Each day will present new challenges, from managing support tickets to drafting and refining our internal documentation. At Ontic, we pride ourselves on our culture of empathy, collaboration, and fun! With a competitive salary range of $65,000 - $75,000, plus a benefits package that includes stock options and flexible PTO, you’re not just joining a company—you’re becoming part of a mission to enhance security operations and make businesses stronger through our innovative software. So, if you have a couple of years of experience in software support or onboarding and you’re tech-savvy with a troubleshooting aptitude, this could be the perfect opportunity for you to grow your career at Ontic. We are eager to welcome someone who shares our passion for connected intelligence and client success!

Frequently Asked Questions (FAQs) for Client Support Specialist Role at Ontic

What does a Client Support Specialist do at Ontic?

As a Client Support Specialist at Ontic, you will engage directly with clients to ensure they have an exceptional experience using our software. Your role will encompass resolving support tickets, proactively addressing user issues, and acting as a liaison between clients and our development team. Your contributions will help enhance our platform and ensure clients feel valued and heard.